As part of our customer experience (CX) team’s deep dive into all operations and the feedback from our 2024 customer survey, we have identified and made some changes to our maintenance team that will help improve downtime for you and your drivers.
Part of the improvements include sponsoring a dedicated resource to manage off-road vehicles to deliver exceptional communication across stakeholders. This puts greater focus on vehicle off road (VOR) queries to reduce the challenges around vehicle downtime.
The new resource is led by Ben Singleton, Maintenance Co-ordinator, supported by Shad Osman as Operations Co-ordinator in a newly created role. Ben and Shad’s focus will be to chase garages for repair updates, update customers and drivers, as well as working with other teams across the business, such as daily rental, to minimise disruption and time off the road.
A dedicated email inbox has now been set up exclusively for VOR queries – operations.vls@jct600.co.uk which you and your drivers can begin using. You may also start receiving emails from Ben and Shad from this email address.
At JCT600 VLS, delivering outstanding service is a priority for us, which is why we restructured our business in early 2024 to develop a new CX team. The CX team takes a holistic view of all operations and the way things are currently done to review and develop improved ways of working, where needed. This could involve implementing new processes, increasing technology, or creating new products and services to ensure everything meets the business’ high standards.
CX is committed to championing excellence, nurturing growth, and enhancing every touchpoint to deliver the ultimate customer and driver journey by focusing on operational excellence, customer experience, and colleague development.